Senior Customer Success Manager

Company: Poppulo
Location: Waltham
Posted on: November 18, 2020

Job Description:

Poppulo is the global leader in employee communications and engagement measurement software for mid to large businesses. We sell to internal communication professionals whose jobs are to inform, inspire and motivate employees. Our customers are household names like Barclays, Vodafone, LinkedIn, Coca Cola, Shell, EasyJet, Virgin, and BNY Mellon; they come from all corners of the globe across all industries. We are seeking an enthusiastic, customer success focused professional to join our Customer Success Management team. You'll be managing the customer relationship from on-boarding through to success, renewal and expansion. Core Responsibilities Customer Success/Account Management: Supporting our Enterprise customers in realising their success is key to the role of a Senior Customer Success Manager at Poppulo. Our customers' journey in achieving success is a core component of the role and ensures we are the trusted advisors for our customers within the Internal Communications Industry. Proactively manage new customer onboards - Identifying onboarding needs, requirements and objectives, involving all relevant customer stakeholders in achieving success Coordinate internal resources for the flawless execution of on boards Ensure resource availability and allocation is managed appropriately Develop a detailed onboarding plan to track progress Collaborating with a Service Delivery Manager on some Enterprise on boards Building a solid partnership with your customer, understanding their challenges and objectives to ensure they achieve their goals through Poppulo Mapping out a Customer Success plan with and for your customer from on-board, throughout their partnership with Poppulo, ensuring adoption, retention, renewal and expansion Reviewing this plan regularly through executive business reviews, ensuring goals are met or amended accordingly Being the voice of the customer in Poppulo and in turn creating customer advocates Working with customers to identify examples of how they successfully used our software and derived value within their business Monitor and act upon Net Promoter Scores provided by customers Seeking and finding opportunities for growth within your customer base and working with the sales team to upsell and cross sell Proactively identifying "Ë?at risk' customers and work with them, and various other internal and external stakeholders, to ensure they renew and successfully adopt our software What we're looking for: Minimum 5 years experience in an Account Management role Experience delivering solution and service recommendations to meet client business objectives Excellent written and verbal skills with the ability to actively listen to customers and resolve conflicts when needed Technical aptitude and a good understanding of web technologies Time managements skills and the ability to manage many projects at once Experience of working in a SaaS, B2B environment Our ideal candidate will also: Have experience in customer success or customer advocacy Experience in Project Management of SaaS based projects Have experience in employee engagement, internal communications or corporate communications Have experience in contract management Ability to keep abreast of changes within an agile business environment Knowledge of Salesforce an advantage What's in it for you? A "Great Places to Work" listed company - so we really do value people Ability to meaningfully impact our business and play a key role in our success Competitive compensation package Potential for career advancement in a fast paced growing organization Blue Cross Blue Shield Health Plans 401k with Employer Match Fitness Reimbursement Fun, flexible working environment Free weekly yoga Who We Are Named a Great Place to Work in 2015, 2016, 2017, 2018, 2019 and 2020 , we are one of the fastest growing technology companies in Ireland. We are the leading vendor of sophisticated communication software designed specifically for the needs of internal communicators within large enterprises across the globe. Poppulo is trusted by over 400 blue-chip and FTSE 100 organizations throughout the world, helping many leading institutions inform, engage and inspire their employees. Customers include Aon Hewitt, Barclays, Comcast, Shell, Vodafone, Nike and Zurich. This is an opportunity to contribute to our culture and join a company that's on the move. We live the Poppulo company values each day and they are key to everything we do. "High Standards As Standard", "Together We're Better", "Adapt To Succeed", "Honesty Throughout", "Be The Example", "Don't Just Work... Learn. Poppulo is an equal opportunities employer.

Keywords: Poppulo, Waltham , Senior Customer Success Manager, Other , Waltham, Massachusetts